Systems Engineer

Bally's Corporation; Providence (RI); On-site; USD 75,000 - 85,000; Full time

Job summary

RI Lottery is seeking a skilled IT Support Specialist to provide onsite and remote support for corporate users and VIPs in Providence, RI. You will manage incidents end-to-end, coordinate with internal teams, and uphold SLAs while maintaining secure Windows and macOS environments.

The role emphasizes identity management, MS 365 administration, and deployment across Windows and macOS, with opportunities to lead global initiatives and mentor junior staff.

Qualifications

• Experience supporting remote users and senior stakeholders using helpdesk tools such as Jira; follows ITIL incident, problem, and change processes.
• Troubleshoot DNS, DHCP, TCP/IP, VPNs and remote access; automate tasks with PowerShell.
• Strong Microsoft 365 and identity administration skills incl. Teams, Exchange, OneDrive, SharePoint, Entra ID.
• Advanced support and deployment across Windows Server, Windows 10/11 and macOS; software packaging and patching.

Responsibilities

• Resolve complex escalated issues through advanced troubleshooting and root cause analysis.
• Provide timely onsite and remote support to corporate users, VIPs, and senior stakeholders.
• Own incidents through resolution, maintain helpdesk records, and meet SLAs; coordinate with internal teams and vendors.
• Manage secure Windows and macOS device builds, endpoint deployment tools, patching, inventory, and lifecycle processes.
• Administer identity, Microsoft 365, access policies, automation scripts, and remote-access technologies.
• Deliver global infrastructure initiatives from planning and rollout through continuous improvement.
• Maintain endpoint security and regulatory compliance; support incident response and remediation; follow ITIL practices.
• Support AV and video conferencing platforms including Teams Rooms.
• Participate in on-call support, meet SLAs, and contribute to service improvement.

Skills

Interpersonal skills

Customer focus

Collaboration

Communication

Detail oriented

Time management

Problem solving

Tools

Jira

Job description

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Responsibilities

• Resolve complex escalated issues through advanced troubleshooting and root cause analysis.
• Provide timely onsite and remote support to corporate users, VIPs, and senior stakeholders.
• Own incidents through resolution, maintaining helpdesk records, meeting SLAs, and coordinating with internal teams and vendors.
• Manage secure Windows and macOS device builds, endpoint deployment tools, software packaging, patching, inventory, lifecycle processes, and supporting documentation.
• Administer identity, Microsoft 365, access policies, automation scripts, and remote-access technologies.
• Deliver global infrastructure and technology initiatives from planning and testing through rollout, refresh, and continuous improvement.
• Maintain endpoint security and regulatory compliance, support incident response and vulnerability remediation, and follow ITIL practices.
• Support AV, video conferencing, Microsoft Teams Rooms, and other collaboration platforms.
• Mentor support staff, strengthen cross-team collaboration, maintain technical knowledge resources, and adapt to changing priorities.
• Participate in on-call support, meet SLAs, and contribute to service improvement.

Target Salary

• $75,000- $85,000 Annual Salary

Qualifications Experience

• Experience supporting remote users and senior stakeholders, using helpdesk tools such as Jira, and following escalation and ITIL incident, problem, and change processes. (preferred)
• Ability to troubleshoot DNS, DHCP, TCP/IP, VPNs, and remote-access issues, and to automate tasks with PowerShell. (preferred)
• Strong Microsoft 365 and identity administration skills, covering Teams, Exchange, OneDrive, SharePoint, and Microsoft Entra ID. (preferred)
• Advanced support and deployment experience across Windows Server, Windows 10/11, and macOS, including software packaging, patching, OS deployment, reporting, and printer configuration. (preferred)

Licenses & Certifications

• RI Lottery License Ops (required)

Skills

• Interpersonal Skills (preferred)
• Customer/ Client Focus (preferred)
• Collaboration (preferred)
• Communication (preferred)
• Detail Oriented (preferred)
• Time Management (preferred)
• Problem solving (preferred)

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.